Wendy Cosgrove
Bellmawr
Summary
Dynamic leader with a proven track record at Connect America, enhancing team productivity and customer satisfaction. Skilled in Salesforce CRM and adept at fostering teamwork, I've successfully mentored staff and streamlined operations, significantly boosting efficiency.
Overview
36
36
years of professional experience
Work History
Senior Customer Service Representative
Connect America
01.2013 - Current
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Engaged clients in person and over phone to answer questions and address complaints.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- I work on projects with the Manager.
Senior Manager
Connect America
01.2013 - Current
- Provided strong leadership to enhance team productivity and morale.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Mentored junior staff members for skill development and career progression within the organization.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Balanced competing priorities efficiently while maintaining focus on critical tasks requiring immediate attention.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Helped with our IT department on making processes easier and more efficient.
- I made sure timecards were completed on time for payroll.
Manager of Operations
Connect America
01.2013 - Current
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Improved customer satisfaction ratings by ensuring prompt resolution of issues and concerns.
- Evaluated employee performance regularly, promoting professional growth opportunities through coaching methods.
- Managed cross-functional teams for successful project completion and timely delivery.
- Managed daily operations, ensuring smooth workflow and timely completion of tasks.
- Oversaw daily operations, ensuring all tasks were completed efficiently and to high standard.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Trained and guided team members to maintain high productivity and performance metrics.
CNA
Pitman Manor
01.2012 - 12.2012
- Assisted patients with daily living activities, promoting independence and dignity.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Enhanced patient satisfaction by providing compassionate and attentive care.
Part Owner
Cosgrove Painting
09.1989 - 12.2011
- Provided exceptional customer service, securing repeat clients and generating positive word-of-mouth referrals for the business.
- Typed up contracts for the clients.
- Helped with Painting, and cleaned on jobs when needed.
- I was in charge of payroll for our employees
Supervisor
Health Watch
09.2000 - 07.2008
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Trained new hires
- Oversaw the installers getting their work and completing their payroll.
- Helped out with audits with some of our agencies.
Education
High School Diploma -
Gloucester City High School
Gloucester City, NJ Skills
- Customer support
- Complaint resolution
- Quality assurance
- Staff training
- Order fulfillment
- Teamwork and collaboration
- Salesforce CRM
- Order processing
- Data entry
Timeline
Senior Customer Service Representative
Connect America
01.2013 - Current
Senior Manager
Connect America
01.2013 - Current
Manager of Operations
Connect America
01.2013 - Current
CNA
Pitman Manor
01.2012 - 12.2012
Supervisor
Health Watch
09.2000 - 07.2008
Part Owner
Cosgrove Painting
09.1989 - 12.2011
High School Diploma -
Gloucester City High School
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